SYSTEM AND METHOD FOR DISTRIBUTING WORKLOAD OF A WORKING-SHIFT OF A SOURCE-LOCATION TO WORKING-SHIFTS IN TARGET-LOCATIONS IN A MULTIPLE-LOCATIONS CONTACT CENTER

1 . A computerized-method for distributing workload of a working-shift of a source-location to working-shifts in target-locations via a Workforce Management (WFM) application, in a multiple-locations contact center, said computerized-method comprising:

(i) receiving a rebalancing-request and workload-information of the working-shift of the source location, via a User Interface (UI) of the WFM application,

wherein said workload-information comprising: one or more source Scheduling Units (SU)s, one or more target SUs, and percentage-allocation for each critical-skill in one or more critical-skills,

(ii) parsing the workload-information to extract one or more affected-SUs from the received one or more source SUs, one or more target SUs and the critical-skills;

(iii) for each parallel time-interval in a parallel working-shift of each target-location in the target locations and for each critical-skill in the critical-skills:

a. retrieving staffing plans of the one or more target SUs from a staffing-database that is associated to the WFM application; and

b. marking the parallel time-interval as overstaffed for the critical-skill based on a net-staffing calculation;

(iv) operating agents-distribution for each parallel time-interval in the parallel working-shift of each target-location and for each critical-skill in the critical-skills based on the parallel time-intervals marked as overstaffed; and

(v) configuring the WFM application to:

a. update staffing plans of parallel working-shift of each target-location in the target locations, based on the operated agents-distribution;

b. generate new-schedules for agents in the one or more target SUs based on the updated staffing plans of parallel working-shift of each target-location in the target locations to be stored in an agents-schedules database; and

c. remove existing schedules of the affected-SUs of parallel working-shift, from the agents-schedules database.

2 . The computerized-method of claim 1 , wherein the parallel time-interval is marked as overstaffed for the critical-skill based on net-staffing calculation when a number of agents having the critical-skill, that is required for the parallel time-interval is lower than a number of agents having the critical-skill, scheduled for the parallel time-interval.

3 . The computerized-method of claim 1 , wherein the operating of the agents-distribution is performed by distributing agents based on the percentage allocation of the critical-skill and agents having the critical-skill which are scheduled to the working-shift of the source-location, between one or more parallel time-intervals marked as overstaffed for the critical-skill, for each parallel time-interval in the parallel working-shift of each target-location and for each critical-skill in the critical-skills.

4 . The computerized-method of claim 1 , wherein said computerized-method is further comprising:

(i) receiving a period for work-shifts distribution of the source-location via the UI of the WFM application;

(ii) operating distribution of workload of each working-shift in a plurality of working-shifts of the source-location to parallel working-shifts in the target-locations during the received period; and

(iii) displaying via the UI of the WFM application a link to a file with details of each staffing plan of each working-shift of the source-location and related status as succeeded.

5 . The computerized-method of claim 1 , wherein said computerized-method is implemented in a cloud-based contact center application which is operated by a cloud computing service provider.

6 . A computerized-system for distributing workload of a working-shift of a source-location to working-shifts in target-locations via a Workforce Management (WFM) application, in a multiple-locations contact center, said computerized-system comprising:

one or more processors;

a staffing-database that is associated to the WFM application;

an agents-schedules database; and

a memory to store the plurality of databases,

said one or more processors are configured to:

(i) receive a rebalancing-request and workload-information of the working-shift of the source location, via a User Interface (UI) of the WFM application,

wherein said workload-information comprising: a source Scheduling Unit (SU), one or more target SUs, and percentage-allocation for each critical-skill in one or more critical-skills,

(ii) parse the received rebalancing-request to extract one or more affected-SUs from the received one or more target SUs and the critical-skills;

(iii) for each parallel time-interval in a parallel working-shift of each target-location in the target locations and for each critical-skill in the critical-skills:

a. retrieve staffing plans of the one or more target SUs from a staffing-database that is associated to the WFM application;

b. mark the parallel time-interval as overstaffed for the critical-skill based on net-staffing calculation;

(iv) operate agents-distribution for each parallel time-interval in the parallel working-shift of each target-location and for each critical-skill in the critical-skills based on the parallel time-intervals marked as overstaffed; and

(v) configure the WFM application to:

a. update staffing plans of parallel working-shift of each target-location in the target locations, based on the operated agents-distribution;

b. generate new-schedules for agents in the one or more target SUs based on the updated staffing plans of parallel working-shift of each target-location in the target locations to be stored in an agents-schedules database; and

c. remove existing schedules of the affected-SUs of parallel working-shift, from the agents-schedules database.